PA Housing, the result of the merger of Asra Housing and Paragon Community Housing earlier this year, has reported that over 3,000 tenants are now using its self-service portal on a regular basis.
The My Asra portal, which initially took 12 weeks to build, allows users to log in and manage their homes securely, giving them their rent balance, a summary of recent transactions and a printable record of their rent charges. It also lets them check on individual and communal repairs for their property.
Help and live chat features, payment options and the ability to request repairs, add pictures and select time slots to schedule repair work have all been incorporated into the system as additional features during its first year.
1,700 tenants are accessing the portal every month, around 10,000 self-service processes are typically completed and around 275 new users are registering each month.
Amit Patel, director of corporate services, PA Housing, said, “The digital transformation programme is a great achievement in the timescales in which it has been accomplished, given the complexity of the project.
“Thanks to a good working relationship with Prodo Housing, aligned to our vison and an agile approach, we’ve produced a successful solution and a great customer experience.”
Ivo Kerkhof, head of Prodo Housing, said, “Since the portal launched a year ago, there’s been a 14 per cent reduction in call volumes. Features such as self-service repairs proved immediately popular – we saw 160 tenants taking advantage of this function alone in its first month.”